Frequently Asked Questions
Placing an Order
Q: What are my payment options?
A: We accept Visa, Mastercard, American Express and Discover. We also accept checks and money orders. We accept purchase orders from municipalities and certain other businesses. To find out if your business qualifies, please contact Customer Service and we will be happy to help you.
Q: Do you accept purchase orders?
A: Yes, we accept purchase orders from municipalities and certain other businesses. Simply type in the purchase order number on checkout. Customer Service will contact you if additional information is needed regarding your credit status.
Q: Do you accept Credit Cards for International orders?
A: Unfortunately, not at this time. We require that all International orders be paid with a Wire Transfer before shipment. A small wire transfer will be charged as well. Refunds are not applicable for international wire transfer orders. Please contact customer service if you have any questions.
Q: How do I access my account?
A: To access your account, simply click on the Sign In button on the upper right hand side of the main menu. Enter your email address and password.
Q: I forgot my password.
A: If you forgot your password, simply click on the Account > Login in button on the upper right hand side of the Website. Then click on Forgot Your Password? and follow the steps from there. If you are still having trouble please contact Customer Service.
Q: How can I change billing, payment and shipping information?
A: After signing in simply click on the Account > My Account button in the upper right hand side of the website. Then, located on the left hand side click on Address Book, Once there you can modify your default address, shipping address, or even add a new address for your account.
Q: How can I change my personal information?
A: Customers can update their personal information by logging into their account. Then, located on the left hand side click on Account Information and there you can modify your first name, last name, email address, or password. Should you experience problems, please contact Customer Service.
Q: Do I have to pay sales tax?
A: Orders shipped outside of Florida are not subject to sales tax. Florida residents must pay sales tax. Sales tax for Florida is 6% plus the surtax rate for the county shipped to. If your business has a Florida Sales Tax Exemption Certificate or Resale Certificate you will not be charged sales tax, however, we need a copy of your certificate before placing an order. If you have any questions, please contact Customer Service.
Q: How do I find my product by item number?
A: To find the item by number, simply type in the item number in the search box and click enter. Should you have trouble locating an item, please contact Customer Service and we will be happy to help you.
Q: I'm not sure what size to order?
A: Click here to view our sizing chart. Also feel free to conatact Customer Service for additional questions.
Q: Do you offer quantity discounts?
A: We offer quantity discounts on many of our items. When you place your order online you will be charged the correct price for the number of items ordered.
Q: Can I change my order once it has been placed?
A: We ship all orders as soon as possible, so please be aware that once you click the Place Order button your order cannot be changed unless you call Customer Service immediately. We will correct your order, provided your order has not yet shipped out.
Q: When will my credit card be charged?
A: Your credit card will be charged the day your order is shipped.
Q: Do you have a retail location?
A: Yes, please call for details.
Q: How do I request a product brochure?
A: Click here to request a product brocure.
Q: Is this website secure?
A: We use SSL (Secure Socket Layer) encryption to protect this website. It is the highest standard in Internet security.
Returns and Exchanges
Q: What is your return policy?
A: We want our customers to be completely satisfied with their purchase. eLifeguard.com will gladly accept returns and exchanges within 30 days of the shipment date. Authorized returns in original, unused condition, including all original tags and packaging are subject to a 25% restocking fee. Prior to return, all merchandise must be given a Return Authorization (RA) by calling Customer Service at 321-433-3630. Packages without an RA number will not be accepted. Return via FedEx/UPS prepaid. Swimwear, t-shirts and clearance items are non-returnable. Brand new swimwear in original condition may be exchanged within 30 days from the original purchase date. IMPORTANT: Refunds are not applicable for international wire transfer orders.
Q: When will I receive my exchange?
A: Once we receive your returned item we will issue a store credit and place a new order for your requested exchange. We will apply the credit to the new order and charge your credit card for shipping the new item to you.
Q: Is there an exchange shipping fee?
A: Yes. We will charge your credit card for any additional shipping fees.
Q: Are shipping fees refundable?
A: Shipping fees are non-refundable in the event of a Return or Exchange.
Q: How do I ship back my return or exchange?
A: We suggest you use a traceable method, such as USPS, UPS, or FedEx. Your package should be insured for your protection. Please write your RA number on the outside of your package and mail to:
265 Barnes Blvd
Rockledge, FL 32955
You must contact <http://store.elifeguard.com/prostores/servlet/Service>Customer Service to get a Return Authorization (RA) before sending your package back.
Q: Has my order shipped?
A: Once your order has shipped, you will receive an email from UPS or USPS with tracking information.
Q: What is a backorder?
A: A backorder occurs when an item has recently and unexpectedly run out of stock. You are not charged for any back ordered items. As soon as we receive the backordered item, it will be shipped out to you. Once the item has shipped, your credit card will be charged or for P.O.'s we will mail you an invoice. Backorders stay in our system and we assume you still want the items unless you cancel the back order.
Shipping & Delivery
Q: How are the items shipped?
A: We ship UPS ground or USPS Priority Mail, First Class, or Parcel Select depending on size of shipment and delivery address.
Q: Do you ship outside of the Contiguous United States?
A: Shipments to Alaska, Hawaii, Canada and Europe will be charged shipping based on the carrier serving your region. If you require expedited shipping, eLifeguard.com® will contact you to confirm the shipping cost.
Q: Is there an additional shipping cost for International orders?
A: Yes. Shipping costs quoted online are for items shipping to the Contiguous United States. For exact International shipping costs prior to ordering, please contact Customer Service at (321) 433-3630 or firstname.lastname@example.org.
Q: What time do orders have to be placed by in order to get Express Shipping?
A: Express Orders placed after 1 pm EST may be shipped the next business day. For special requests, please contact Customer Service at (321) 433-3630 or email@example.com.
Q: How can I contact you?
A: If you didn't find the information you needed, please contact us.